By Topic

Information Technology Resources and Customer-Service Process Coordination in Third-Party Logistics

Sign In

Cookies must be enabled to login.After enabling cookies , please use refresh or reload or ctrl+f5 on the browser for the login options.

Formats Non-Member Member
$33 $13
Learn how you can qualify for the best price for this item!
Become an IEEE Member or Subscribe to
IEEE Xplore for exclusive pricing!
close button

puzzle piece

IEEE membership options for an individual and IEEE Xplore subscriptions for an organization offer the most affordable access to essential journal articles, conference papers, standards, eBooks, and eLearning courses.

Learn more about:

IEEE membership

IEEE Xplore subscriptions

2 Author(s)
Patrick I. Jeffers ; Arthur Lok Jack Graduate School of Business, University of the West Indies, Mt. Hope, Republic of Trinidad & Tobago ; Rhoda C. Joseph

Adopting the supply chain paradigm, we define customer service as a multifunctional sequence of process activities supported by an intricate tapestry of information technology (IT) and non-IT resources that enable the coordination and communication necessary to create value for the customer. The resource-based view (RBV) serves as our theoretical lens for assessing the strategic contributions of IT in the customer-service process of third-party logistics firms. Our findings support the RBV assertion of significant direct and indirect impacts but suggest that the challenges of fully integrating IT resources as process components go beyond merely leveraging complementarity, as emphasized by RBV.

Published in:

IEEE Transactions on Professional Communication  (Volume:53 ,  Issue: 1 )